They lied about agreed package price [Archive]

metfan69

12-09-07, 03:14 PM

Earl Bonovich

12-09-07, 03:29 PM

The $4.99 per receiver is standard....
And is not a rental fee... even though it states LEASE fee.

That is the mirroring fee... and there is no option for that to be waived, or agreed to be waived.

SDizzle

12-09-07, 03:34 PM

You were under the impression that you would have no lease fees for the 3 after the primary receiver?

say-what

12-09-07, 04:01 PM

You're being charged exactly what you're supposed to be charged - your programming fees, plus the lease/mirror fee for receivers 2, 3 & 4. No one lied.

ub1934

12-09-07, 04:05 PM

You were under the impression that you would have no lease fees for the 3 after the primary receiver?

Sounds about right for CSR ,I was told if i upgrade now ( June 07 ) i would be Grandfathered on all my HD chs. that i am getting now (HDNET,UHD, HDNM, DHD, + all the new MPEG 4 chs. due to come on before the end of the year because i had been paying for the HD Pkg. so i would be good till my 2 years were up , but guess what they now claim to have no record of this . :sure:

JACKIEGAGA

12-09-07, 04:06 PM

It has always been like that it never changed. They will not remove that charge

Upstream

12-09-07, 04:39 PM

I don't think the original poster cares if the extra receiver charge is standard or not. I think his complaint is that it wasn't included in the price he was quoted, and was then added on.

cariera

12-09-07, 05:55 PM

Back in August I joined up again with D.They told me that as returning customer,that they would give me the HD/DVR package including 3 more standard receivers for a certain price.I agreed,it was installed and everything semed fine untill I saw my bill online.They are now charging me that original agreed price plus the rental ($4.66) for for the 3 receivers.A supervisor told there was no such deal available,I would never have agreed to the present price.The original rep flat out lied to me.I had written down his badge number,but now I cant't find it (my mistake).I have sent a complaint to the BBB.

If you had 3 standard receivers active since August, you have always been charged the $5 per additional receiver. If you have been paying the agreed upon price since then, I would suspect that you have (or had) been receiving some sort of discount or credit. If you just activated the standard receivers the $4.66 would be a partial month charge for service on those receivers. I would take a look at your bills from back in August.

Sounds about right for CSR ,I was told if i upgrade now ( June 07 ) i would be Grandfathered on all my HD chs. that i am getting now (HDNET,UHD, HDNM, DHD, + all the new MPEG 4 chs. due to come on before the end of the year because i had been paying for the HD Pkg. so i would be good till my 2 years were up , but guess what they now claim to have no record of this .

Not to sound like a homer, but if the discussion for the HD Extra pack did not even start until August or September, how could a CSR guarantee anything, let alone what channels you would be grandfathered for back in July:) ?

Upstream

12-09-07, 06:39 PM

Not to sound like a homer, but if the discussion for the HD Extra pack did not even start until August or September, how could a CSR guarantee anything, let alone what channels you would be grandfathered for back in July:) ?

Cariera -- this is typical for DirecTV customer service.

If DirecTV had a policy to grandfather rates, and CSR were informing customers about this policy, then DirecTV should honor what the customers were told, even though they later decided to modify tiers and rates.

If DirecTV did not have a grandfathering policy, then the CSRs should not have been informing customers about policies which didn't exist.

But instead, in the DirecTV Dial-A-Deal world, CSRs make all sorts of promises to customers, and sometimes DirecTV honors them, and sometimes they don't.

Skooz

12-09-07, 08:40 PM

Back in August I joined up again with D.They told me that as returning customer,that they would give me the HD/DVR package including 3 more standard receivers for a certain price.I agreed,it was installed and everything semed fine untill I saw my bill online.They are now charging me that original agreed price plus the rental ($4.66) for for the 3 receivers.A supervisor told there was no such deal available,I would never have agreed to the present price.The original rep flat out lied to me.I had written down his badge number,but now I cant't find it (my mistake).I have sent a complaint to the BBB.

There is an old lawyer saying, "If it isn't in writing, it didn't happen."

You should have asked for the agreement in writing.

When I activated my HR 10-250, the CSR told me that she had waived the 2 year agreement because I did not return the $100 rebate form (on which was the ONLY wording that I was agreeing to any commitment). Of course, she lied. But, I did not find out until months later. Then, I emailed customer support and, after several days and email exchanges, received an email stating that the 2 year commitment was being waived "as a courtesy." That, too, was a lie. I found out about that when I had some other issues a few months after that.

The latter was of course in writing (I still have the email if anyone wants to challenge me on this). So, maybe even if it is in writing, it didn't happen.

ub1934

12-09-07, 08:41 PM

Cariera -- this is typical for DirecTV customer service.

If DirecTV had a policy to grandfather rates, and CSR were informing customers about this policy, then DirecTV should honor what the customers were told, even though they later decided to modify tiers and rates.

If DirecTV did not have a grandfathering policy, then the CSRs should not have been informing customers about policies which didn't exist.

But instead, in the DirecTV Dial-A-Deal world, CSRs make all sorts of promises to customers, and sometimes DirecTV honors them, and sometimes they don't.

HDN , UHD , HDNM , DHD , was told this is part of what i am paying for so i will keep getting them at the same price that i am now paying till my 2 years are up . :(

Pink Fairy

12-09-07, 10:00 PM

Yes, but at the time they told you that, there was nothing to indicate anything different. They didnt even tell people about the HD Extra Pack till the new HD channels came on.

sNEIRBO

12-10-07, 07:19 AM

There is an old lawyer saying, "If it isn't in writing, it didn't happen."

Or as Judge Wapner used to say on The People's Court -

"An oral agreement isn't worth the paper it's written on."

I got similar treatment from the D* CSR when I signed up, and I asked multiple times if there were mirroring fees, lease fees, etc. She claimed the cost for my service would be $69.99 for 4 months, then $89.99 after that for the Premier Pack. She also told me that HD was included in the Premier Pack - which it isn't.

I'm not an idiot, I know what she told me. And I know people here will say "you didn't research well enough" or "you should have known that was too good to be true". The fact is, I was switching from DISH, where I had their "America's Everything" Pack - similar to the Premier Pack. With that package at E*, you don't pay mirroring fees, DVR fees or lease fees for additional receivers. I figured D* was doing a similar thing with the Premier Pack to keep their prices below E*. Looks like I figure wrong!

Upstream

12-10-07, 09:16 AM

Yes, but at the time they told you that, there was nothing to indicate anything different. They didnt even tell people about the HD Extra Pack till the new HD channels came on.

Okie -- That's a cop out.

The whole point of grandfathering is to get the customer to make a commitment now, in exchange for protection against possible future rate/tier changes.

The fact that DirecTV didn't tell anyone (or even know) what the future changes were is irrelevant. If DirecTV told customers about a policy to grandfather, they should honor the policy.

If DirecTV did not have a grandfather policy, then CSRs should not have lied to customers and told them about a policy that didn't exist. They should have just informed customers that the rate was subject to future rate and tier changes.

Milominderbinder2

12-10-07, 10:33 AM

Back in August I joined up again with D.They told me that as returning customer,that they would give me the HD/DVR package including 3 more standard receivers for a certain price.I agreed,it was installed and everything seemed fine until I saw my bill online.They are now charging me that original agreed price plus the rental ($4.66) for for the 3 receivers.A supervisor told there was no such deal available,I would never have agreed to the present price.The original rep flat out lied to me.I had written down his badge number,but now I can't find it (my mistake).I have sent a complaint to the BBB.First:

:welcome_s

Second, MetFan69, I am a Cub fan who does not have quite as happy a memory of 1969. :(

Third, I wish that you could have seen the HD DVR FAQ (http://www.dbstalk.com/showthread.php?t=76617) before you ordered, in particular:

What do I need to know about HD DVR ordering and installation?
→ Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938) ● Installation Guide (http://www.dbstalk.com/showthread.php?t=67769)

You would have known how to verify the order while you were still on the phone with the CSR. Those ordering tips are a compilation of literally hundreds of success stories and failures.

You would have known what the contract would say long before you signed it at the time of installation. Your signed contract takes precedence over anything stated verbally.

What can the BBB do to help a consumer if the consumer did not read the contract before signing it?

- Craig

cariera

12-10-07, 11:05 AM

Okie -- That's a cop out.

The whole point of grandfathering is to get the customer to make a commitment now, in exchange for protection against possible future rate/tier changes.

Actually Directv does tell subs about future rate/tier changes:

"(d) Our Programming Changes. Many changing considerations affect the availability, cost and quality of programming and customer demand for it. Accordingly, we must reserve the unrestricted right to change, re-arrange, add or delete our programming packages, the selections in those packages, our prices, and any other Service we offer, at any time. We will endeavor to notify you of any change that is within our reasonable control and its effective date"

http://directv.com/DTVAPP/global/contentPage.jsp?assetId=P400042:)

Upstream

12-10-07, 11:17 AM

You would have known what the contract would say long before you signed it at the time of installation. Your signed contract takes precedence over anything stated verbally.

What can the BBB do to help a consumer if the consumer did not read the contract before signing it?

Did you receive a contract which spelled out the pricing and promotions you were offered?

I certainly didn't.

All I got was a generic contract which would be applicable to any set of packages, equipment, and promotions I received. Looking at my contract, I would have no way of determining if DirecTV was honoring the pricing and promotions they promised me.

Upstream

12-10-07, 11:26 AM

Actually Directv does tell subs about future rate/tier changes:

"(d) Our Programming Changes. Many changing considerations affect the availability, cost and quality of programming and customer demand for it. Accordingly, we must reserve the unrestricted right to change, re-arrange, add or delete our programming packages, the selections in those packages, our prices, and any other Service we offer, at any time. We will endeavor to notify you of any change that is within our reasonable control and its effective date"

http://directv.com/DTVAPP/global/contentPage.jsp?assetId=P400042:)

Cariera -- No one is claiming that DirecTV is not allowed to change their rates or packages. They are also allowed to not change their rates or packages.

The point is that if a DirecTV CSR promised a customer they would be grandfathered into a rate/package for 2 years, then DirecTV should honor the promise. And if a grandfathering policy did not exist, then the CSR should not have lied to the customer.

Carl Spock

12-10-07, 11:26 AM

No, but your contract does spell out your package. I'm also sure there is a phrase in there that this contract supersedes all previous agreements, verbal or written.

Unfortunately for the OP, case closed. It may not be right or fair but it is basic contract law. Once you sign it, you're on the hook for the terms of the contract.

Upstream

12-10-07, 11:41 AM

No, but your contract does spell out your package. I'm also sure there is a phrase in there that this contract supersedes all previous agreements, verbal or written.

My contract does not spell out my package. I have never received a contract which spelled out my package.

(I originally signed up with DirecTV about 10 years ago, so the contract I received as a new customer then may be different than what new customers receive today. But that contract does not spell out the package or pricing or promotions I agreed to. And the contract I received 18 months ago when I upgraded to a leased R15 also does not spell out my package or pricing. In fact, it doesn't even state that I received an R15 DVR -- it is a generic contract applicable to both standard and advanced equipement.)

Carl Spock

12-10-07, 11:55 AM

I just pulled out my "DIRECTV EQUIPMENT LEASE ADDENDUM" that I signed a few months ago. Beyond being just an addendum and "MUST BE READ TOGETHER WITH THE DIRECTV CUSTOMER AGREEMENT (A COPY OF WHICH IS PROVIDED TO YOU WITH YOUR FIRST BILL AND IS AVAILABLE AT WWW.DIRECTV.COM)"

- and sorry, but I'm not going back that far to read it, too :grin: -

it does specifically mention the HR20 I had installed along with this paragraph:

"MONTHLY LEASE FEE. For a new DIRECTV customer, you will be charged a monthly lease fee in the amount of $4.99 per 2nd and each additional receiver leased by you in your household. For a current customer, you will be charged a monthly fee in the amount of $4.99 for each receiver leased by you in your household, unless you replace all of your owned-equipment with leased equipment, in which case, the monthly lease fee will be waived for the 1st receiver. Applicable taxes will apply LEASE FEE SUBJECT TO CHANGE AT ANY TIME."

All of the capitalized words are also in bold, for what it's worth.

I'd imagine that combined with the customer agreement on line, my whole deal is spelled out. But for the sake of this argument, the lease addendum is enough. I signed mine. I'm sure the OP signed his. That's all it takes.

rendar

12-10-07, 04:33 PM

When I received my first bill a couple of months ago I felt like there was some type of discount missing from my bill. I had ordered online and didn't think I had anything in writing saying what my first month's bill should be so I thought I was sol. So today when I read this post, I thought a little harder and realized I should have an e-mail confirmation from D* showing the amount, and sure enough, I had one. Right under the "Lease Fee" line for $9.98, there was an "Instant Rebate" line for $5.00 that has not been on either of my first two bills - I'm pretty sure that was supposed to be good for a year. Needless to say, I'll be calling them tonight. I also received a rejection notice on one of my rebates that I get to investigate. Oh joy.

ThomasM

12-10-07, 08:34 PM

After being a DirecTV customer for 7 years this month, I have gone through ownership of all equipment to one by one shifting to the leasing all equipment program which is now the norm for all new customers.

One thing that ALWAYS seemed to be part of DirecTV's pricing was "programming and equpment priced separately". This still seems to be the case, as looking at my current bill, the "leased additional receiver" fee is located in a separate section from my package and PPV purchase.

In all the snazzy new DirecTV print ads, I've noticed that the "small print" at the bottom spells out pretty clearly what all the charges and commitments are going to be in advance. Of course, like another poster said, this is "in writing" unlike what a CSR/sales agent may say on the phone.

Nowadays, anyone who isn't suspicious of TV, long distance, wireline phone, or cellular "agreements" isn't paying attention to all the consumer watchdog group warnings. The best policy, of course, is to GET EVERYTHING IN WRITING IN ADVANCE. Then you at least have a case if you get overcharged.

Citivas

12-10-07, 08:46 PM

You're being charged exactly what you're supposed to be charged - your programming fees, plus the lease/mirror fee for receivers 2, 3 & 4. No one lied.

How do you know no one lied to him? Were you there? That may be a correct charge, but that is not the same as knowing that the DirecTV rep gave him accurate information. Or are you saying DirecTV CSR's have never been known to say wrong things? And if you believe that, I have a bridge to sell you...

Seriously, I think its rude to basically accuse the poster of lying about what he was told. Its too easy in this forum to assume everyone is an expert on DirecTV or to defend any negative comments about D* reflexively.

Tibs

12-10-07, 09:51 PM

Misunderstanding, or not listening to something read to you from a script is not the same thing as lying. My take is he/she misunderstood the agreement. Easy to do.

Upstream

12-11-07, 06:24 AM

Tibs -- my experience with DirecTV customer support and CSR Roulette tells me that it is very possible that the original poster was giving incorrect information by a CSR.

Kiteflyer

12-11-07, 06:46 AM

Tibs -- my experience with DirecTV customer support and CSR Roulette tells me that it is very possible that the original poster was giving incorrect information by a CSR.

37 call centers, only 5 of which are in-house, go figure.

Upstream

12-11-07, 07:25 AM

37 call centers, only 5 of which are in-house, go figure.

Whatever.

I call 1-800-DIRECTV, I expect to talk to someone who gives me accurate information about DirecTV. At the very worst, I expect that the person I talk to will tell me if they don't know the answer to my question, and help me reach someone with an accurate answer.

I never expect someone to give me wrong information / make up an incorrect answer / lie.

Unfortunately the "wrong information / make up an incorrect answer / lie" outcome is far too common. It is indicative of a systemic problem with DirecTV's customer support. And it is a problem which doesn't seem to be getting resolved.

hoboken

12-11-07, 07:46 AM

"]Like I warned on here before, don't believe anything said to get you signed up. I was told that I could later upgrade to HR20"s for $99 each when I signed up about a year ago, because I was paying $100 to lease the R15's, but when I called later, directv wouldn't budge from $299 each. like the programming, better monthly pricing than dish, and staying with directv, but really hate being lied to. you would think someone pushing 70 would know better - I get a day older & a week dumber - DUH[/SIZE]

say-what

12-11-07, 09:09 AM

How do you know no one lied to him? Were you there? That may be a correct charge, but that is not the same as knowing that the DirecTV rep gave him accurate information. Or are you saying DirecTV CSR's have never been known to say wrong things? And if you believe that, I have a bridge to sell you...

Seriously, I think its rude to basically accuse the poster of lying about what he was told. Its too easy in this forum to assume everyone is an expert on DirecTV or to defend any negative comments about D* reflexively.
Reread what I wrote. I never accused the OP of lying. Lying requires an "intent to deceive." That's also why I said DirecTV did not lie. That does not rule out an unintentional miscommunication/misunderstanding on the part of either party, which obviously occurred.

hasan

12-11-07, 09:28 AM

Whatever.

I call 1-800-DIRECTV, I expect to talk to someone who gives me accurate information about DirecTV. At the very worst, I expect that the person I talk to will tell me if they don't know the answer to my question, and help me reach someone with an accurate answer.

I never expect someone to give me wrong information / make up an incorrect answer / lie.

Unfortunately the "wrong information / make up an incorrect answer / lie" outcome is far too common. It is indicative of a systemic problem with DirecTV's customer support. And it is a problem which doesn't seem to be getting resolved.

You have now learned a very valuable lesson. I avoid the lie issue, as it involves intent, not mere incompetence.

There is a systemic communication problem with D*. Don't hold your breath on any short term solutions. All we can do is find work arounds, like getting our information here, from more reliable sources. Unfortunately, you have to figure out for yourself who those "more reliable" sources might be. Reviewing posts will give you a clue, but even with "them", there are going to be errors.

My advice: bring anything important that a CSR tells you to this forum and ask if what you have been told is credible. You will get enough replies to help you along your way. Currently, there is no better approach.

Keane

12-11-07, 09:49 AM

When I activated my HR 10-250, the CSR told me that she had waived the 2 year agreement because I did not return the $100 rebate form (on which was the ONLY wording that I was agreeing to any commitment). Of course, she lied. But, I did not find out until months later. Then, I emailed customer support and, after several days and email exchanges, received an email stating that the 2 year commitment was being waived "as a courtesy." That, too, was a lie. I found out about that when I had some other issues a few months after that.

I had the same issue where I didn't send in the rebate so I wouldn't be tied to a contract. Fast forward a year later and I found out I was. I was able to escalate the issue through CSR and got the 100 bucks credited back on my bill. I told the rep that it was crap that they offered a rebate with the notice of a contract which made it sound as if you did not accept the contract if you did not get the rebate. If I'm going to be locked in regardless, then give me the $100. Thankully I got it through Crutchfield and I was able to provide the rep a date of purchase and a reciept number for their records.

Upstream

12-11-07, 09:50 AM

Hasan -- I used the phrase "wrong information / make up an incorrect answer / lie" because I wanted to avoid the semantic discussion, and because there is no way for me to know the intent of each CSR who provides incorrect information.

Regarding confirming information on this forum, that is nice in theory but not in reality:

If I am offered a promo (such as 6 months free DVR service), there is no way to confirm on this forum whether I'll receive the promo or not. No one on this forum has any way of knowing whether I was actually offered the promo.

Also, there is some information on this forum where people don't agree on DirecTV's policy. For example, several people have posted on this forum that replacing a defective leased receiver does not extend your programming commitment. But that is incorrect. Replacing a defective leased receiver outside the protection plan or warranty extends your programming commitment. I know this because I have a letter from DirecTV which says this and because DirecTV tried to extend my commitment when they replaced a defective reciever under warranty.

Carl Spock

12-11-07, 09:58 AM

Milominderbinder2

12-11-07, 10:43 AM

It would be very nice if DirecTV followed up an order with a confirming email, detailing what's going on. To get them to follow up every phone call might be a tough call, but an installation or service order could be followed up with an email that told you what they planned to do for you.

That is a reasonable request and would solve a lot of problems.We can watch our account real time as the CSR makes the entries. I then email the screen to myself.

The HD DVR FAQ (http://www.dbstalk.com/showthread.php?t=76617) gives the live link in the Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938).

You can at least know that what you are hearing is what the bill is showing.

- Craig

Stuart Sweet

12-11-07, 10:46 AM

That's a great idea, Craig!

Carl Spock

12-11-07, 11:09 AM

Nice trick. Thanks, Craig.

Elephanthead

12-11-07, 03:18 PM

Yeah, DTV is counting on the fact that you don't have the time or money to sue them over 20 bucks a month for 2 years. File a complaint with your states attorney general, when they get enough of them they will file a suit against DTV and you will get a coupon from the settlement. Anytime you enter into an agreement with a huge corporation, they are going to screw you over. They will change when people stop signing up, or go out of business. The probelm is the cable companies are worst then they are, so what are you going to do, read book, ha, not likely.